Abstract：Objective To analyze the application effect of hospital management based on the customer satisfactory theory in improving patients hostipal experience and satisfaction. Methods A total of 636 patients admitted to Huai’an No.4 People’s Hospital from July 2017 to June 2018 were selected. According to the time of the implementation of customer satisfaction theory hospital management, the patients were divided into the pre-implementation group (from July to December 2017) with 312 cases and the post-implementation group (from January to June 2018) with 324 cases. The pre-implementation group implemented the traditional hospital management strategy, and the post-implementation group implemented the hospital management strategy based on the customer satisfaction theory. The medical experience and satisfaction in the two groups were compared. Results After the implementation of the hospital management strategy based on customer satisfaction theory, the post-implementation group were significantly higher than those in the pre-implementation group in terms of medical environment and accessibility experience, doctor-patient communication experience, medical information experience, diagnosis and treatment result experience, overall hospital evaluation, perceived quality, perceived value, patient satisfaction and patient loyalty (P < 0.05). Conclusion Hospital management based on customer satisfaction theory is helpful to enhance the pleasure of patients’ medical experience, improve patient satisfaction and loyalty, and has a positive application value for building a harmonious doctor-patient relationship and promoting the healthy growth of hospitals.
倪丽 刘利▲. 基于顾客满意理论的医院管理在改善患者就医体验及满意度中的应用研究[J]. 中国医药导报, 2021, 18(7): 157-160.
NI Li LIU Li▲. Study on the application of hospital management based on customer satisfactory theory in improving patients hostipal experience and satisfaction. 中国医药导报, 2021, 18(7): 157-160.
2021, Vol. 18 
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